The Mice Groups, Inc. · 1 week ago
Senior IT Support Technician
San Mateo, CA
Full-time
Onsite
Senior Level
$80K/yr - $100K/yrThe Mice Groups, Inc. is seeking a Senior IT Support Technician to serve as the escalation point for all boards and clients, ensuring proper computer operations for end users. The role involves receiving, prioritizing, documenting, and actively resolving end user help requests, as well as providing hands-on support at the desktop level.
Human ResourcesRecruitingStaffing Agency
Hiring Manager
Eric King
Responsibilities
Field incoming help requests from end users via both telephone and work orders in a courteous manner
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue
Build rapport and elicit problem details from help desk customers
Troubleshooting and performing routine maintenance of workstations and servers remotely
Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
Diagnostics of malfunctioning Apple and Windows hardware and software
Responding to, detailing work done, and closing remote support tickets
Maintenance and updating of our customer database used in creating service request orders
Assisting customers in purchasing decisions when needed
Maintaining a safe and clean work environment
Maintaining a professional image and attitude
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Develop help sheets and knowledge base articles for end users
Perform related duties consistent with the scope and intent of the position
Qualification
Required
Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives, video, sound, I/O, optical drives, ports and cooling systems
Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices
Practical knowledge of stress limitations, heating and cooling limitations, overclocking limitations, and networking limitations
Practical knowledge of assembly, disassembly, and maintenance of all hardware components
Experience with JAMF and/or Mosyle
Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions
Understanding of Jira/Confluence ticketing/KB software
Understanding of ConnectWise Manage and Automate
Practical knowledge of major anti-viral, security and firewall technologies including installation, setup, recovery and updating
Practical knowledge of most major software suites for office use including Microsoft Office, WordPerfect Suite, and MS Works to include installation, setup, recovery and updating
Practical knowledge of all internet browsing, e-mail and communications software to include Internet Explorer, Netscape, Outlook (Express), Eudora, Firefox, Mozilla etc
Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server 2008/2012/2016
Extensive application support experience
Working knowledge of a range of diagnostic utilities
Good understanding of the organization's goals and objectives
Exceptional written and oral communication skills
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Exceptional customer service orientation
Experience working in a team-oriented, collaborative environment
Preferred
Strong understanding of the Agile Methodology and workflow a plus
Benefits
A sign-on payment
Restricted stock units
A full range of medical, financial, and/or other benefits
Company
The Mice Groups, Inc.
The Mice Groups is a certified minority-owned California corporation founded in 2000 by two seasoned staffing professionals.
Founded in 2001
201-500 employees
H1B Sponsorship
The Mice Groups, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2023 (1)
Funding
Current Stage
Growth StageLeadership Team
Aco Alvarez
CEO & Owner
Recent News
2022-10-28
Company data provided by crunchbase